All-is-One Projects, Training and Services offers:
SA SPECIALIST: Facilitated on-line course based on the SA Specialist Tourism on-line course
COURSES & TRAINING
Luxury Brand Standards
(These courses are in line with the requirements of the luxury international brands and can include the international brand standards of the property)
*This is usually offered with GESS as a measurement tool
Coaching and Mentorship for Management
Registered as a coach with COMENSA; working with professionals to achieve high performing teams for guest experiences based on international standards outputs for profitability; through leadership.
Customer Related Topics
Management Related Topics
Luxury International Hospitality (ALI)
Development of site specific training materials, cards, posters and SOP’s, with facilitator guides, workbooks and checklists for a property
GESS - Guest Experience Satisfaction Surveys (aka Mystery Guests) *
All-is-One Projects is Quality Assured by SkillsEdge, and may outsource certain projects for development.
‘Qhawe’ Service Recognition
“Qhawe is the Xhosa word for a champion / hero”
The Qhawe Programme is not a formal recognition programme, and does not replace ‘employee
of the month’ or any existing recognition system in place. A Qhawe is a ‘hero / champion’ that is
recognised, and visibly identified, allowing both guests and others to see a symbol that then draws
attention to conversation. This allows the employee an opportunity to be congratulated by a range
of other employees, managers, as well as to naturally engage with guests.
In using the Xhosa word “Qhawe” – it adds further interest, allowing the staff member to teach the
guest to click their tongue, to pronounce it. The actual beaded tots, are made for Allisone Projects,
by Topsey Foundation, which is a non profit organisation, focusing on HIV/AIDs awareness and it is a
relief organisation, so in using these, the Qhawe has a dual purpose for social responsibility.
The Service Qhawe Programme is tailored to each property, in order to keep it unique, and
the Qhawes re then designed and beaded in the chosen colours. The process is designed with the
Senior management, but keeping it fun, and informal to achieve, as ideally the Qhawe gets to go
home on the guests where possible.
The Qhawe – a beaded tot, is issued to employees to middle management for ‘service hero / champion like’ moments, events, and as forms of easy recognition. This gets looped into as many factors as a property has, and is to be identified with status.
The issuing of these is both formal and informal.
Qhawes can be managed in 3 different levels – the different bands determined with clients, or they can be managed based on number of Qhawes issued – after 3 Qhawes, a golden beaded Qhawe is exchanged for the colour beaded ones.
The process however once issued, is more directed towards customer interactions, due to the general interest the average guest shows in the beaded tot, involves the employee engaging in a natural conversation with the guest about the visible beaded tot he/she is wearing on the uniform – at this point, the employee is encourage to pin the tot onto the guest, and ask the guest to take it home, as a reminder of the wonderful time they has at the property.
In this process, the guest is delighted with personalised service, as well have a take home, unusual reminder of the property, that often serves as a reminder for trip advisor reviews, repeat business etc.